1. Principles for handling appeals and complaints

1) Handling appeals and complaints based on facts and guided by relevant national laws, regulations, and certification rules;

2) The staff handling appeals and complaints are responsible for keeping confidential any non-public information related to appeals and complaints they obtain;

3) The relevant personnel involved in the handling of appeals and complaints must maintain objectivity and impartiality;

4) Staff members who have a direct interest in appeals and complaints must recuse themselves from related handling work.

2. Appeal and complaint handling process

3. Appeal

3.1 Appeal filing

The appellant should file an appeal with the company's operations department. An effective appeal should meet the following conditions simultaneously:

1) The appeal should be submitted in writing;

2) The appellant should sign and stamp;

3) The appellant should be a directly related party to the appeal matter;

4) The appeal should be submitted within 10 working days after receiving the company's relevant decision or handling measures.

3.2 Acceptance of appeals

After receiving the appeal materials, the company conducts a preliminary review of the appeal materials and forms an appeal handling working group as required for effective appeals. Invalid appeal, explain the reasons for rejection, and return the corresponding appeal materials to the appellant.

3.3 Handling of appeals

3.3.1 The appeal handling working group shall conduct investigations based on the content of the appeal, and has the right to adopt measures such as convening meetings, hearing statements from both parties, hearing testimony from relevant personnel, conducting on-site investigations, retrieving written evidence, and consulting with experts to obtain evidence, and to preserve relevant evidence. After the investigation is completed, the appeal handling working group objectively and fairly forms a written report, and proposes handling suggestions (including remedial or corrective measures if necessary) based on previous similar appeal handling results, and submits it to the general manager for ruling.

3.3.2 Relevant departments shall implement remedial or corrective measures approved by the General Manager in accordance with the Corrective and Preventive Action Control Procedure, and provide corresponding evidence.

3.3.3 The appeal handling working group shall summarize the evidence of appeal handling, propose formal handling opinions, fill out the "Complaint, Appeal Investigation, and Handling Record Form" and submit it to the general manager for approval.

3.4 Execution of appeal rulings

3.4.1 The filing, investigation, and decision of an appeal shall not result in any discriminatory behavior against the appellant.

3.4.2 The company shall notify the appellant of the ruling conclusion in writing.

3.4.3 If the appellant is not satisfied with the ruling result, they shall file another appeal with the company within 10 working days after receiving the appeal processing result.

3.5 Appeal fees

The reasonable expenses for handling the appeal shall be shared by both parties according to their respective responsibilities in the appeal matter.

4 Complaints

4.1 Submission of Complaints

The complainant should formally raise the matter involved in the complaint to the company in writing or orally/by phone. The company does not accept anonymous complaints.

4.2 Acceptance of Complaints

4.2.1 After receiving the written materials of the complaint, the company analyzes the content of the complaint and confirms whether it is related to the company's certification activities. For complaints related to the company's certification activities, the complainant is notified and a complaint handling working group is formed according to regulations. For complaints unrelated to company certification activities, issue a "Complaint, Appeal Investigation, and Handling Record Form", stating the reasons for rejection and notifying the complainant.

4.3 Handling of Complaints

4.3.1 In response to company complaints, the complaint handling team shall investigate and verify the complaint situation, fully collect and verify the information required for complaint confirmation, and conduct on-site investigation and evidence collection if necessary. After the investigation and verification are completed, the complaint handling team objectively and fairly forms a written report and proposes handling suggestions (including appropriate corrections and corrective measures).

4.3.2 Complaints against the applying organization or certified clients

1) The complaint handling working group shall notify the relevant application organization or certified customer to provide explanations or handling based on the content and nature of the complaint, and submit a written report and relevant evidence to the company. If necessary, conduct on-site investigation or verification.

2) When the complaint involves the certification qualification of the applying organization or certified customer, the technical department shall review the complaint materials, investigation results, relevant organizational materials, and evidence of measures taken, and make corresponding certification decisions based on the "Implementation and Control Procedure for Initial Audit of Management System Certification" or "Maintenance of Certification Management Procedure", considering the effectiveness of the certified customer management system.

4.3.3 When it comes to taking corrective or corrective measures, the relevant departments shall follow the "Nonconforming Corrective Action Management Procedure" to verify the effectiveness of the complaint handling work group.

4.3.4 The complaint handling working group shall propose handling decisions and suggestions based on the investigation results of the complaint, and submit them to the company's general manager for review and approval.

4.4 Feedback on Complaint Handling Decisions

4.4.1 The company shall notify the complainant and relevant parties in writing whether the complaint matter should be made public. The company, relevant customers, and complainants shall jointly decide whether to make it public. When deciding to make it public, they shall jointly determine the content and extent of the disclosure, and form a document to be signed and confirmed by all parties.

4.4.2 If the complainant or relevant parties of the complaint are dissatisfied with the complaint handling decision, they may file an appeal within 10 working days after receiving the complaint handling decision.

4.4.3 The submission, investigation, and decision of complaints should not result in any discriminatory behavior against the complainant.